Think outside of the call center box.

Our network of 20,000 domestic agents isn’t limited by business hours or geography, so we can source the most qualified people, period. This drives flexibility at scale that can transform your customer service.

Our customers trust their customers to Liveops agents.

JoAnn is a real Liveops agent, a veteran, mother of three, and has 10 years of sales experience.

Liveops has exceeded our expectations in all areas. Their ability to effectively scale to meet our call volume demands while maintaining a high level of performance is second to none in the industry.Vice President, Media Company

A good economy delivers an ugly side effect: more desirable jobs hire away top call center talent. Result? A lower-caliber workforce prone to turnover and inconsistent results.

Call centers are driving customer service to extinction.

Why? Because they’ve failed to evolve. What worked decades ago doesn’t work today.

Let’s talk talent.

The average brick-and-mortar call center agent is 23 and has five years of work experience. One-third of agents have attended college. Contrast them with flexible workforce agents—their average age is 38, with 15 years of work experience. 81% have attended college.

Getting quality—consistently

What do you get when you hire workers with little maturity or experience? Etiquette, punctuality and soft skills are lacking—and so are customer satisfaction scores.

Hire, train, repeat

With 85% to 140% average annual turnover at call centers, revolving doors are standard. So is the wasted time and money. Huge attrition means call centers are constantly paying to train employees they won’t keep.

The shallow talent pool

The average agent drives just 12.5 miles to a call center job. That means slim pickings for talent from the local workforce.

Paying for idle time

Call volumes run in peaks and valleys. Over-staffing equals wasted time and money, while under-staffing a creates cranky customers on hold or missed sales. Rock, meet hard place.

Morale? What morale?

Call center employees are not bad folks, but traditional call centers are designed to bring out the worst in them. A heavy-handed focus on utilization rates kills morale and that dissatisfaction rubs off on customers.

Independent workers actively choose their working style and report higher levels of satisfaction. They work in their field of expertise, do so on their own flex schedule, and can make as much money as with full-time employment.

It’s a reality.

The U.S. working-age population is redefining what work looks like.

Goodbye, traditional workforces. Hello, Liveops.

Learn how to capitalize on a modern, virtual workforce and create greater business agility in this whitepaper:

How enterprises are leveraging the flex workforce

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2 Minute Read Group 2

Traditional

Young non-professionals in a transitional stage of life. Mostly temps.

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Liveops

Professionals with an average 15 years in the workforce.

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Traditional

Local and often limited talent pools.

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Liveops

National talent available, regardless of geography.

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Traditional

Mandatory 40-hour work week with potential overtime.

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Liveops

Flex scheduling gets the best of agents, who work around their lives.

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Traditional

Requires constant supervision. Limited to classroom instruction.

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Liveops

Disciplined learner. Excels in self-paced environment.

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Traditional

Average tenure: 6 months Annual attrition: 100%+

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Liveops

Average tenure: 5.5 years Annual attrition: 3%

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Traditional

Happiest when sitting idle.

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Liveops

Incentivized to handle as many calls as possible.

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Traditional

Painfully commutes to soul-crushing cube farms.

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Liveops

Works in safe, sane, quiet, secure, home office.

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Goodbye antiquated call centers. Hello, Liveops.

Uncover the real—and substantial—differences between traditional call center agents and virtual agents in this whitepaper: